Migrate from Giva eHelpDesk to Microsoft Dynamics 365 Sales

Giva tickets map 1:1 to Dynamics 365 Cases (Incident table). The ticket's subject, description, priority, and status transfer as Case Title, Description, Priority, and StatusCode. Original Giva ticket ID preserved as Giva_Ticket_ID__c custom field for traceability and delta-run deduplication. This custom field also supports reporting on migration completeness and helps identify any records requiring post-migration verification.

Giva customers who are individuals map to Dynamics Contacts. Customers with company-level records map to Dynamics Accounts with the contact record nested under the account via the PrimaryContactId lookup. If a Giva customer lacks a company association, FlitStack attaches the Contact to a default 'Unassigned Account' record.

Giva agents are resolved to Dynamics SystemUser records by email match. Unmatched agents are flagged pre-migration — your team either provisions them as Dynamics users first or assigns their ticket history to a fallback owner. Agent role (Admin/Agent) is not a native Dynamics concept; role information is preserved as a custom pick-list field on the SystemUser record.

Giva's Department and Category pick-lists on tickets have no direct Dynamics equivalent. We migrate the category label as a custom pick-list field (Ticket_Category__c) on the Case. If your Giva setup uses department-based security isolation, the corresponding Dynamics Business Units must be configured separately post-migration — we document the mapping plan.

Dynamics 365 Sales has no SLA table in the base CRM. Giva SLA policy name, response-time goal in hours, and breach status migrate as three custom fields on the Case: SLA_Name__c (text), SLA_Response_Hours__c (number), and SLA_Breached__c (boolean). Your admin can use these in Power BI reports or Power Automate escalation flows.

Giva KB articles (title, body, category, view count) map to Dynamics KnowledgeArticle records with ArticlePublicNumber, Title, and Content body fields. Article attachments migrate as Notes on the related Account or Contact record. KB articles must be published in Dynamics after migration — we set StateCode to Draft and flag them for review.

Giva asset records (asset tag, serial number, assigned user, location) have no native Dynamics equivalent. We map them to a custom 'Customer_Asset__c' table in Dataverse with a lookup to the related Contact or Account. Asset assignments migrate as OwnerId on the custom asset record, matched by the assigned end-user's email.

Giva macros contain response templates with conditional logic tied to ticket categories. Dynamics 365 Sales has response templates (Email Templates) but no macro logic engine. FlitStack exports every macro's name, trigger condition, and response body as a JSON document — your Dynamics admin uses this as a rebuild reference for Power Automate flows.

Giva scheduled tasks automate ticket opening or escalation at defined intervals. These have no Dynamics 365 Sales equivalent. We document each scheduled task's name, recurrence pattern, and action sequence as a reference file. Rebuilding in Power Automate is a configuration step outside our data migration scope.

Giva file attachments on tickets migrate as Annotations (Notes with file attachments) attached to the corresponding Dynamics Case. File size limits from the Dataverse platform apply (default 128MB per file). If your Dynamics environment uses SharePoint document management, files can be migrated to SharePoint locations with the Case as the parent record.

Giva records SLA response-time history as a log on each ticket. Dynamics Cases have no built-in SLA history timeline. We migrate the most recent SLA breach event as SLA_Last_Breach_Date__c on the Case. Full SLA history is preserved as a custom 'SLA_History__c' table with CaseId lookup, timestamp, and breach type for reporting continuity.

Giva allows custom fields on tickets beyond the standard set (e.g., contract type, billing code). Each custom field is created as a matching custom field in Dynamics on the Incident table with the appropriate data type (text, number, pick-list, date). Pick-list value maps are preserved from Giva's field configuration.